Drive customer loyalty
Build and maintain strong relationships with key stakeholders
Champion a customer-centric approach to help clients maximize Alan's value
Proactively identify and address satisfaction concerns
Turn our best customers into Alan ambassadors and generate acquisition opportunities
Lead complex onboarding processes for large customers, acting as project manager for lengthy transitions while ensuring effective, impactful, and empathetic change management
Develop a deep understanding of Alan's product value proposition and create customized action plans aligned with customers' needs and Alan's objectives
Deliver engaging product education through tailored and large-scale approaches (such as webinars) to drive employee and HR team adoption
Track and present adoption metrics to stakeholders
Identify and execute out-of-the-box initiatives to engage Alan customers
Contribute to the development of the CSM playbook
Become a subject matter expert within the team
Act as the voice of the customer to the Marketing and Product teams
Influence product and service improvements based on customer feedback

5+ years' proven track record in customer success or enterprise account management
Strong background in B2B digital companies, specifically working with HR teams on adoption and engagement challenges
Experience leading complex, cross-functional projects across Product, Sales, Engineering, and Data teams
SaaS, insurance, or consulting industry experience is a plus
Demonstrated ability to influence and engage stakeholders at all levels, including the C-suite
Excellent written and verbal communication skills in both French and English (required)
Network-building: ability to identify and engage key influencers
Active listening skills and genuine empathy in stakeholder interactions
Creative thinker capable of developing innovative engagement strategies
Structured approach to project management and execution (from onboarding to ongoing engagement)
Deep customer-centric mindset with proven ability to deliver tailored solutions
Strategic problem-solving: ability to structure challenges and identify effective solutions
Analytical skills for data-driven decision making and reporting
Proficiency with AI tools

Competitive compensation: generous equity packages in addition to base salary
Flexible office setup: beautiful HQ in Paris, or company-sponsored co-working hubs for a hybrid arrangement in Bordeaux, Lyon, or Marseille
All the tools you need: top-of-the-range equipment — MacBook Pro, keyboard, laptop stand, monitor, and Bose noise-cancelling headphones
Flexible vacation policy and working hours: organize your time as you wish
Comprehensive health insurance: 100% coverage for you and your children; 90–100% coverage for partners depending on country (permanent contracts only)
Transport: green mobility budget available (for senior Alan employees)
Learning & training: highly flexible training policy, free books, and budget to attend and speak at conferences when opportunities arise
Personal growth through coaching: every employee is paired with a dedicated coach from day one to maximize impact, support engagement, and develop their full potential in line with company values
Parental leave: extended parental leave for all new parents

Customer Success Manager

Key skills